AccountId: 011433970860
ContactId: d52187a9-8ee2-465e-bdd8-49c1490aa55b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 951140 ms
Total Talk Time (AGENT): 230809 ms
Total Talk Time (CUSTOMER): 243670 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d52187a9-8ee2-465e-bdd8-49c1490aa55b_20250516T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and uh I called in the day before yesterday about um some overpayments on my short-term disability account and they told me that two checks went out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In February, well, one went out in February and one went out in March, and they said the checks were cashed and endorsed. Someone was supposed to get back in touch with me and I haven't heard from anybody yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] I think it was someone with the billing or whatever.
[AGENT][NEUTRAL] Yes, ma'am. No, you're fine. Let me look into your policy and I'll look at the notes and see um who's been handling it and um go ahead and get you to the right place so we can get you an update.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a good contact number just in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number, but my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I can also look the policy um with your full social if you don't mind.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] OK, so I have the policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], do you mind if I place you on just a brief hold while I get caught up um looking through the notes here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I was reading through the notes, excuse me, and I was trying to um reach the customer service representative that um was initially helping, but I can't get her, but I also saw in her note, she said that um you were going to be speaking or she was going to be speaking with the billing clerk, um, so that we can get the copy of the check and I'm just reading the notes here. Um, so I'm gonna go ahead and get you over to a billing representative, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Before I do that, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Alright, well thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] ConXDL, this is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good. OK, so I have a, you want me to give you the policy number first?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's 215-0345.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the
[AGENT][NEUTRAL] So from what the patient says and from what I get, I'm getting from the notes, we gave some, we sent in some overpayment checks to her that have been cash, but she says that she never received it, so she was working with [PII], but [PII] told her she was going to reach out to a billing clerk to research, I guess the checks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so I, I can't get [PII]. I'm trying to see when she says billing, is that like y'all or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but if the checks have been cash, there's nothing we can do about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And if she says she didn't cash them.
[CUSTOMER][NEUTRAL] Then, uh, I mean,
[CUSTOMER][NEUTRAL] Uh, let's see when the last one.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't know where [PII] left off with her. I see the um insurer asked for a copy of the check, but I don't see much, I don't see anything after that one.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEGATIVE] And I tried to see if she was available, but she hasn't responded.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Yeah, I mean there's.
[CUSTOMER][NEUTRAL] Um, there's no, I mean, there's nothing we can do if the checks have been cash. What, what is she, she's saying that she didn't cash them?
[AGENT][NEUTRAL] Right, she's saying she has not received the check, she hasn't cashed them and she was one, she's requesting a copy of the checks to see if it's her signature, um, but [PII] told her that she was going to get with the billing clerk to research this further. So I, I didn't know if something was happening, you know, since then or
[AGENT][NEUTRAL] And it just wasn't there. I, I was just calling billing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would reach out to [PII] first.
[CUSTOMER][NEUTRAL] Um, just in case she has spoken to, let me see if [PII]'s available. Hang on.
[AGENT][NEUTRAL] OK, because I, I'm gonna send her another message.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]st call back to get the status of the refund to line the checks were mailed on [PII].
[CUSTOMER][NEUTRAL] And she and she is she referring to the checks from [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] From what
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because that's the only ones that have been issued to her and why she just now, mm, whatever, um, did not receive the checks before her but it did have billing clerk check and see, say the checks for cash primary insured that she never received the checks former that I would get billingclerk to research this further. She also stated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cash she wants to copy that. Well, ultimately it's nothing that billing can do because I mean all we can tell her is that the checks have been cashed so this would probably need to be escalated to um [PII] to see if we can get a, I don't know if we would be able to get a copy of the clear check yeah I don't with like I know that we can get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Like a copy of the check?
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Yeah, I can um send a, yeah, send a hub to [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] Not sharing.
[AGENT][NEUTRAL] Yeah, it used to be [PII], but we
[CUSTOMER][NEUTRAL] [PII]'s the one that does all the.
[AGENT][NEUTRAL] Yeah, it's switched to [PII], but I got it though. I'll send it to her. Um, she's, she's taking over the check with [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK. Um, yeah, so if [PII] can get copies of the check, then yeah, then she can send those to the insured.
[AGENT][NEUTRAL] Wait, hold on, [PII] just wrote me back.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] But there's nothing billing can do.
[AGENT][NEUTRAL] Oh gosh, OK, because [PII] just wrote me back and said,
[AGENT][NEUTRAL] Sorry, I just saw your message. She needs to talk to [PII] and [PII]. If you have her, I'm going to take a message or transfer her to [PII]. OK.
[CUSTOMER][NEUTRAL] Well there's nothing I can do for her um and I've already sent a message to [PII] and she hasn't read it yet she might be in a meeting uh she's on a phone call so you'll just have to get her information and send that to [PII] because I don't know anything about it. All I can tell her is the checks have been cashed and that's all billing can tell her so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, bye bye.
[AGENT][NEGATIVE] Oh, that was a waste.
[AGENT][NEUTRAL] If we transfer I'm going to have to take a message.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[AGENT][POSITIVE] Hey, [PII], thank you for taking this for me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, no problem. I'm sorry. I had put a hub ticket in Wednesday and I was.
[CUSTOMER][NEUTRAL] Thinking somebody was gonna speak to it, but anywho, I'll just go from here. I don't know, I don't know what to tell her either, so.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Well, we just gonna freestyle it.
[CUSTOMER][NEUTRAL] I'm gonna try my best to let her know.
[CUSTOMER][POSITIVE] Yeah, I'm just gonna let her know we're working on it and we'll have to get back to you unfortunately, so go ahead and send her to me. I'm ready for it and I've got it pulled up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Hi, Ms. [PII]. How are you doing today?